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Customer Relationship Management (CRM)  
Page 7 of 23
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Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
by Bruce Culbert
To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values. Obtaining and taking action on customer feedback is what…
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Alice (or Allen) in MobileLand
by Paul Greenberg
Cell phones, smartphones, and similar mobile devices are beginning to play an active role in customer relationship management; many of these handheld devices are capable of handling field service and sales, and can make…
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A Positioning Process Helps Product Marketing Managers Do More
by Lawson Abinanti
Because product marketing managers constantly juggle competing priorities, companies should consider implementing a formal positioning process as a way of cloning their product marketing managers. Rationale documents…
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Vendor Reservations, a Full-fledged SaaS ERP, and User Recommendations
by P.J. Jakovljevic
Having a system that can support mix-mode manufacturing without the need for artificial constraints would mean that the technology is available to offer on demand manufacturing enterprise resource management to the…
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Software as a Service's Functional Catch-up
by P.J. Jakovljevic
Software-as-a-service solutions are emerging to address almost every business application need considered "mission critical" including financials and accounting, asset management, and human capital management…
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Software as a Service: Not without Caveats
by P.J. Jakovljevic
Software-as-a-service solutions often cannot provide that final twenty percent or so that differentiates a company from its competitors. Of major concern is whether off-premise applications can support complex, global…
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The Challenges of SAP Relationship and User Recommendations
by P.J. Jakovljevic
The potential of enterprise incentive management systems, as being closely related to human capital management, should not be ignored. This software category promises a fairly rapid and tangible return on investment in…
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Difficult Conversations: Discussing CRM with Your CEO Part Two: Elements of the Discussion
by Glen S. Petersen
A customer relationship management (CRM) system's potential can be lost if the chief executive officer (CEO) doesn't play a continuous role in its implementation—especially when it comes to pain management, the…
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Difficult Conversations: Positioning Your CEO in a CRM Implementation Part One: Sources of Misconception and Faulty Assumptions
by Glen S. Petersen
For a successful customer relationship management (CRM) implementation, the chief executive officer (CEO) must have an ongoing role in the process. The project implementer must be aware of common CRM misconceptions, and…
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Customer Relationship Management and the Next Generation Network
by Brent Leary
Next generation networks may eventually allow us to interact with the world in a way compatible with how we live. This would have the greatest impact on our ability to add value to the people we do business with.
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